How do I properly escalate network requests or issues to the network group?

A knowledge base article about How do I properly escalate network requests or issues to the network group? provided by the UC Berkeley IT Service Hub - Knowledge Portal

How do I properly escalate network service requests or issues to the network group?

The first step is to determine what sort of help is needed, a service request via telcat or incident (trouble ticket) via the service desk. Service Requests are required for new network services (eg. adding a connection) or modifications to existing network services (eg. subnet changes). Incidents should be used when an existing service is not performing as expected.

Case examples and further information:

Existing campus network service that stopped working - open an Incident/Trouble Ticket
Need new campus network service - open a Telcat Request/Work Order
Don't know wired connection status, do not know if a particular network port should be active - Look up information in telcat: View Cable Connection Data

Wired Network specific cases from telcat lookup data:
-Jack is not working, telcat says it's active = Open an Incident with CSS IT.
-Jack is not working, telcat says it's inactive = Telcat Service Request for cable activation - Note the jack/cable ID for the service request, there is no charge to activate existing cables.

Wifi Cases:

Wifi was working at this location, but isn't now = Open an Incident with CSS-IT via service desk for device support first, CSS-IT will process and escalate as needed.
Wifi not historically present = Telcat request for area coverage

Other Cases:

Security blocks (check MAC address or IP for blocks on security page: https://security.berkeley.edu/resources/block-lists Pursue via email to security with ticket number in subject line, do not escalate to network group)
Security ticket for host in unknown location: have security block host via email with ticket#, network group is no longer locating hosts.
DNS or Fixed DHCP issues, Hostmaster services defined

Network incidents/trouble tickets require further troubleshooting before escalating to network group (Generally by CSS-IT):

Note: Two Service Now instances involved:
https://berkeley.service-now.com/ is for Incidents/Trouble Tickets
https://ucb.service-now.com/ is for service requests and cable lookups